Process Mapping © (Contextual Interviewing) Process Mapping is a powerful method for understanding what your customers do today and what information, people, tools, systems, and context that your product will have to interact with. This is best done one-on-one, but has been effectively done with small groups of customers. Get Trained! Key benefits Based in real customer events and needs Artifacts and relationship oriented Externalizes the customers' experiences Physical representation of the customers process, requirements, and problems Interactive and engaging Valuable self-reflection for the customer Lasting records for additional analysis How it works Ground the user in their use context Customer describes a recent or typical "event or incident" Customer represents real-world entities, people, processes, tools, etc. Customer indicates connections, relationships, and dependencies as well as problem areas and places where things work particularly well Ask the three levels of why to get to the issues behind the issues The map is used as a common reference and a shared space for the interview To Our Approach Design Technologies Portland, OR Copyright © 2008 by Design Technologies